Desktop Support Officer

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com.

Axiom Technologies is an Equal Opportunity Employer and encourage applicants from all backgrounds and gender to apply, including, Aboriginal and Torres Strait Islander candidates

Roles and Responsibilities:

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk to clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting

IT Skills and Experience

• PC Deployment:
• Configure and deploy PCs using Microsoft Autopilot to ensure seamless setup for end-users.
• Collaborate with the IT team to troubleshoot deployment issues and maintain system updates.
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• Warehouse Management:
• Manage and track the inventory of IT devices stored in the warehouse, ensuring accurate records and proper storage practices.
• Perform regular audits to ensure all devices are accounted for and in good condition.
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• Logistics Coordination:
• Arrange timely shipments of IT devices to clients, ensuring proper documentation and tracking.
• Work closely with shipping vendors to resolve delivery-related issues.
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• Device Disposal:
• Oversee the return process for used or defective devices.
• Ensure returned devices are disposed of or recycled according to company policies and environmental regulations.

Personal Attributes:

• Excellent End-user computing skills.
• Good knowledge of Infrastructure support.
• Strong analytical and problem-solving capabilities
• Well organized and extremely detail-oriented
• Strong customer service ethic and great communication skills, both oral and written
• Passionate about delivering quality no matter what you are doing
• Can work both independently and in a collaborative team-oriented environment
• A self-starter, motivated to push the limits and think outside of the box
• Fondness for solutions that are simple, elegant, and effective
• Ability to work with and maintain confidential information

In-depth knowledge of:

• Windows OS (e.g. XP, Vista, Windows 7, 10)
• Microsoft Office applications
• PCLaptop hardware
• PCLaptop peripherals, including printers
• Mobile devices

Basic knowledge of:

• Active Directory
• Exchange
• Apple OS
• SCCM

Experience in a similar role

• 2 years of relevant experience.

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.us@axiomtechnologies.com